Technical Support Specialist Job at Synapse

Technical Support Specialist

Synapse - Manufacturing

Location:
Canada , Victoria

Category:
IT - Administration

Contract Type:
Not provided

Salary:

65000.00 - 75000.00 / Year

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Job Description:

The Technical Support Specialist is to provide world class hardware technical support to customers of Synapse ITS products, by answering initial questions/requests and providing step-by-step guidance, utilizing ticketing software, CRM software, ERP software and other tools to successfully resolve issues and processing warranty RMA claims, ensuring customer satisfaction. Specialist shall be responsible for the technical understanding throughout the products life cycle from development, pre-sales support, post-sales support, and end-of-life. This includes how they are designed, manufactured, tested, used, diagnosed, re-worked, and recycled. Ideal candidates will have prior experience working with traffic calming solutions such as mid-block crosswalk beacons, warning beacons and signs, school zone beacons, and radar speed signs. This technical position requires working knowledge of mechanical and electrical/electronics troubleshooting techniques.

Job Responsibility:

Diagnose and resolve hardware, installation, and wiring faults for products deployed in live traffic environments — via phone, email, and remote session
Guide field installers and agency technicians through systematic step-by-step troubleshooting of electrical, electronic, and mechanical issues
Assess whether a failed unit requires RMA, repair, or can be resolved through configuration or wiring correction
Reproduce reported failures using bench test setups and document root cause clearly
Provide occasional on-site support or training at customer locations or Synapse facilities
Author technical bulletins, troubleshooting guides, and support articles for both internal use and customer self-serve portal
Capture recurring issue patterns and escalate to Product Development with clear reproduction steps and supporting data
Maintain accurate and descriptive ticket records in CRM
Work directly with Product Development, Marketing, and Product Management to surface field-reported issues and contribute to product improvement requests
Train distributors, contractors, and internal staff on product installation, configuration, and maintenance

Requirements:

Diploma in Electronics Engineering Technology, Electrical Engineering Technology, or a closely related hands-on technical discipline
Demonstrated ability to troubleshoot electrical and electronic systems at the component or subsystem level, including reading wiring diagrams, using a multimeter, diagnosing low-voltage DC power faults
Ability to read and interpret product wiring diagrams, installation manuals, and electrical schematics
Methodical troubleshooter who isolate faults systematically rather than relying on guesswork or swapping components
Strong communicator who can guide a non-technical field installer through a hardware diagnostic over the phone
Self-directed learner who can quickly become proficient on new product lines independently using manuals and internal resources
High organized with the ability to manage multiple open tickets and follow up proactively
Proficient with standard office tools, as well as CRM and ERP systems
Comfortable working with equipment that combines solar power, batteries, LED drivers, control boards, and wireless communications

Nice to have:

Prior experience in the traffic or Intelligent Transportation Systems (ITS) industry, including crosswalk beacons, radar speed signs, pedestrian signals, intersection controllers, or similar field-deployed hardware
Background as a signal technician, field service technician, or electronics technician in an industrial or field environment
Familiarity with solar-powered systems including charge controllers, battery management, and low-voltage wiring practices
Experience writing technical documentation such as troubleshooting guides, installation notes, or service bulletins

Additional Information:

Job Posted:
April 23, 2026

Synapse - Manufacturing - All Job Offers

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